Setting business hours and away mode
Set your business hours so the widget shows accurate expectations, and use away mode to manage replies when your team is offline.
Business hours tell HelpBird when your team is available. Setting them keeps customer expectations honest, makes your SLA tracking accurate, and changes what visitors see when no one is around.
Set your business hours
- Go to Settings > Business hours.
- Choose your time zone.
- Set the days and times your team is online (for example Monday to Friday, 9:00 to 17:00).
- Click Save.
Why business hours matter for SLAs
HelpBird measures SLA targets and flags breaches when replies are overdue. With business hours configured, the clock only runs while you are open, so an overnight message does not count as a breach before your day begins.
Away mode
Sometimes you need to go offline regardless of the schedule. Away mode lets you signal that your team is unavailable, set expectations for visitors, and let inbound messages collect in the inbox so you can clear them when you return.
Tips
- Capture contact details when offline so you can follow up by email.
- Forward email to your support address so off-hours questions still become conversations.
- Use snooze on conversations that must wait until you are back online.